Postbank
Vacancies
Job Title: Team Lead Customer Service
Reports to: Regional Operations Manager
Business Unit: Postbank Operations
Position Status: Fixed-Term Contract
Provinces:
Gauteng; Western Cape; Mpumalanga; Limpopo; North – West; Northern Cape; Eastern Cape; Kwa- Zulu Natal and Free State
District Municipalities:
Gauteng: City of Johannesburg; City of Ekurhuleni; City of Tshwane; Sedibeng; West Rand
KwaZulu Natal: Amajuba; eThekwini; Harry Gwala; iLembe; King Cetshwayo; Ugu; uMgungundlovu; Umkhanyakude; Umzinyathi; uThukela; Zululand
Western Cape: Cape Winelands; Central Karoo; City of Cape Town; Garden Route; Overberg; West Coast
Mpumalanga: Ehlanzeni; Gert Sibande; Nkangala
Eastern Cape: Alfred Nzo; Amathole; Buffalo City; Chris Hani; Joe Gqabi; Nelson Mandela Bay; O R Tambo; Sarah Baartman
Free State: Fezile Dabi; Lejweleputswa; MangaungThabo Mofutsanyana; Xhariep
Northern Cape: Frances Baard; John Taolo Gaetsewe; Namakwa; Pixley ka Seme; ZF Mgcawu
Limpopo: Capricorn; Mopani; Sekhukhune; Vhembe; Waterberg
Northwest: Kgetleng rivier; Madibeng; Moses Kotane; Rustenburg
Job Responsibilities
- Do pre-test on equipment allocated for functionality, ensure access to front end system, and report any issues to the Regional Operations Managers.
- Ensure all distribution sites are operational i.e. all dignity services, marketing material, stationery, cards and equipment are available. Escalate issues to the Regional Operations Manager if required.
- Ensure that staff follow the SOPs that have been documented.
- Ensure that each site is appropriately staffed on a day-to-day basis. Re-allocate customer service clerks from 1 site to another if required.
- Attend to all issues raised by staff based at the various distribution points. Escalate issues that cannot be resolved to the Regional Operations Managers.
- Oversee the accurate completion of daily attendance registers by staff and ensure timeous submission of weekly attendance time sheets.
- Report any system related issues to the Regional Operations Managers and/or contact centre to assist in resolution.
- Send daily reports, statistics as per SOP to Regional Operations Managers or as and when required.
- Perform ad hoc allocation of Customer Service Clerks for system access and authorise on the system.
- Ensure queues at the distribution sites are appropriately managed.
- Ensure all customer complaints are attended to promptly.
- Ensure all issues raised by other stakeholders (e.g. Retailers, Landlords, etc.) are dealt with promptly.
- From time to time the Team leader may be required to issue cards to customers if clerks are absent.
Minimum Qualifications and Experience Required
- Grade 12 (NQF Level 4).
- Post Matric qualification: Diploma/Degree (NQF 5, 6 or 7), with minimum of 120 credits.
- NQF6 Qualification, National Diploma or degree will be an added advantage.
- Experience as a Teller/Cashier or in any other Customer Service role.
- Supervisor/ Team Lead experience will be an added advantage.
- Ms Office: Ms Word, Ms Excel, PowerPoint and Outlook.
- Code 08 or Code 10 Driver’s License and Own Car Essential.
Skills & Attributes
- Listening skills; Supervision of teams; Interpersonal skills; Time management; Stress management; Ability to communicate in the most commonly used local language of the area; Basic financial skills; Honesty & Integrity; Customer orientated. Must be able to work under pressure; Flexibility; High attention to detail and accuracy; Ability to work independently and in a team. Flair for figures; Mental alertness; Clean Criminal Record.
